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| Job Category : |
Management |
| Company Name: |
Zywave |
| Position Name: |
Manager, Digital Customer Success Team – Remote |
| Location : |
10100 West Innovation Drive, Milwaukee, WI 53226 |
| Job Description : |
The Manager of Digital Customer Success will lead and grow a passionate team of CS professionals to engage with over 15,000 Zywave customers. You will expand and mature a digital-first customer success strategy that leverages people, process, technology/data to strengthen Zywave’s value relationship with customers. You will apply the strategies developed for our largest segment and also within other segments, as we embrace digital engagement across the CS function. The Manager will enable their team in building a customer life cycle and experience that leverages strategies such as trigger based email automation, live one-to-many opportunities including webinars and office hours, and limited 1:1 interaction to turn our customers into Zywave advocates and raving fans. The Manager will work cross functionally with peers in Professional Services, Support, Sales and Renewals to drive improvements in adoption, customer health, product expansion and retention.
Key Responsibilities
Develop vision for Zywave’s Digital program, leading the team through short/medium/ and long term goals to develop the program from the ground up. Leverage technology such as Gainsight to monitor customer health and execute risk mitigation strategies at scale to drive retention improvement.
Accountability to team objectives and results, specifically customer adoption, NPS, product expansion and retention rate within the Digital customer segment.
Hire and coach Digital team members while enabling an inclusive team culture that thrives in an environment of constant change.
About You
Minimum three years of experience successfully leading customer service teams in B2B SaaS environment.
Recognized Customer Success industry leader with expertise delivering customer value at scale.
History of overachieving against defined customer health (NPS) and financial (gross/net retention) targets.
Experience working in a one-to-many account engagement model with the knowledge of how a customer journey works with moments of truth defined by clear examples.
Experience with using customer success platforms (Gainsight/ChurnZero/Totango/etc) to monitor and enable the experience of high volume, low ARR customers.
Comfortable in a start-up environment where you need to move quickly, fail fast and see change as positive.
You are obsessed with omni-channel experimentation to achieve outcomes.
Highly-proactive, organized, team player capable of effectively managing several projects and ruthlessly prioritizing
EQ with an ability to work with many different stakeholders across various orgs and positively influence others.
Servant leader, who defines success by the collective achievement of a group.
Find yourself checking a lot of these boxes but doubting whether you should apply? At Zywave, we support a growth mindset for our team members through all stages of their careers. If you meet some of the requirements and you share our values, we encourage you to apply. As part of our ongoing commitment to a diverse, equitable, and inclusive workplace, we’re invested in building teams with a wide variety of backgrounds, identities, and experiences.
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